Mathakha M.

Oversaw the entire order processing lifecycle for high volume B2B customers, utilizing SAP Sales and Distribution (S&D). Accurately entered over 200 orders monthly while ensuring order fulfilment accuracy consistently exceeded 98%. Coordinated stock allocation, created pick slips, and managed warehouse dispatch with daily communication to the warehouse teams, effectively decreasing order-to-delivery lead times by 20%. Handled backorders and made-to-order purchase orders through direct communication with factories on supply and demand, providing ETA updates to key customers and sales teams which led to a 30% reduction in customer escalations. Sourced and negotiated sea and air freight options across numerous African markets, optimizing transport routes to achieve freight cost savings of 10-15% per shipment cycle. Produced weekly open order statements and sales performance reports, delivering insightful data to senior stakeholders for proactive inventory and fulfilment gap management. Processed returns, debit notes, and credit notes accurately in SAP S&D, ensuring 100% invoice accuracy aligned with customer purchase orders and sustaining zero billing disputes with key accounts. As an SAP Super User, maintained master data and customer information, trained team members on system processes, and encouraged continuous improvement in order management KPIs. Monitored slow-moving and obsolete stock, escalating risks to the business, and supported initiatives that led to a 20% improvement in overall inventory health.

Managed the logging, allocation, and tracking of over 80 technical service calls monthly from a diverse portfolio of over 40 healthcare clients through internal service management systems. Coordinated a monthly preventive maintenance schedule for 100+ medical equipment units across multiple customer sites, ensuring compliance with 100% machine uptime and preventing unplanned maintenance failures. Procured spares and components using internal systems to maintain availability for 10 technicians, reducing service delays related to parts by 25%. Compiled and submitted service performance reports for management and key customers regularly, showcasing call resolution rates, open jobs, and technician utilization. Facilitated end-to-end customer communication regarding open calls and orders across a 40-client portfolio, delivering timely updates to maintain high customer satisfaction levels. Supported field technicians with job cards, quotations, and administrative needs, ensuring accurate documentation throughout all service activities.

Managed over 60 inbound and outbound technical support calls daily, employing the internal telephony system to resolve first line customer inquiries and escalate complex issues to field technicians, achieving a first-call resolution rate above 80%. Coordinated the dispatch and scheduling of over 30 field technicians for equipment breakdowns and preventive maintenance using planning tools, ensuring timely issue resolution to minimize customer downtime. Worked closely with planners on outstanding technical calls, ensuring accurate status updates were provided to customers and all calls were managed within agreed SLA timelines. Communicated customer and technical information effectively in both written and verbal formats, adhering to company policy for full documentation compliance. Scheduled machine maintenance consistently across the customer base, aligning technician availability with parts readiness to avoid scheduling conflicts. Maintained fault logs and call records for over 50 daily interactions using internal telephony and tracking systems, aiding management in identifying fault trends and reducing repeat call incidents by 15%.